Helpdesk Verifications

The Helpdesk integration enables IT and support agents to initiate an identity verification session for an employee on demand before handling high-risk requests such as MFA resets, account unlocks, or access changes.

Instead of relying on knowledge-based authentication such as security questions, the agent sends the employee a verification link. The employee completes a biometric check, and the agent views the result directly in Dashboard before proceeding.

Helpdesk Flow

Agent-Initiated Flow

1. A support agent receives a high-risk request from an employee: for example, an MFA reset or account unlock.
2. The agent uses Dashboard or the Request New Onboarding API to send the employee a verification link.
3. The employee receives the link by email or SMS and completes identity verification on their device.
4. The agent views the verification result in Dashboard and proceeds accordingly.

Trigger Verifications Through the API

To request a verification programmatically, use the Request New Onboarding API with the helpdesk integration's integrationReference value and the employee's loginHint.

POST {base-api-url}/omni/b2b/onboarding/request-new

Set notification.type to EMAIL or SMS to deliver the verification link directly to the employee.

Set Up Helpdesk Verifications

1. Log in to Dashboard.
2. In the left menu, click Integrations.
3. Locate the Helpdesk integration and open its configuration.
4. Select a Workflow for this Integration from the drop-down.
5. Click Save. An integration reference ID is generated for triggering verification sessions through the API.

View Verification Results

Completed verification sessions are found in Dashboard under the employee's Identity. Session outcomes are also available via session webhooks.